Trang Dang
Trang has been a member of the WFM team for 3 years. She brought 10 years of WFM experience with her. Trang uses the WFM system for her job duties and beyond that is an Aspect champion supporting others. Trang supports the agents and managers by helping them understand how they can leverage the WFM system for their needs. Recently, Trang reviewed the new Aspect learning system, completed classes, and developed a recommended curriculum for her team mates and other Aspect users at the company. Trang's curiosity and desire for continuous learning about the system is only matched by her efforts to help others learn how to use the system. She is absolutely a GEM and deserving of this award.

Anthony Avansino
Anthony brought a strong forecasting background when he joined the Kaiser Permanente NHRSC Workforce Management team in 2017. The transformation began shortly after he came onboard as Anthony led the effort to shift the forecast into the Aspect application. Anthony learned more about Aspect by studying closely from Aspect experts who came to our site train the team, taking on-line classes, and studying the system to continue his education. Anthony successfully migrated the forecasting from spreadsheets to Aspect for both the contact center and the back office functions. His efforts delivered more successful forecast variances, greater confidence from his business partners, and information that is accessible to the whole workforce team. Perhaps one of the greatest benefits Anthony garnered is the gift of time by moving the processes into the Aspect application - that he can use to devote focus more time on analysis. Anthony’s work and success makes him a GEM!

Collin Ziemer
Collin is an Aspect champion. He has used and administered the system for over 10 years. Collin's boundless curiosity has afforded him tremendous expertise. His willingness to share has made him a valuable resource for his team to assist in their development. Collin also developed and delivered training to share the functionality of Aspect with KP contact center team managers to help them support their frontline analysts. Collin delivers excellence by fully using WFO to help meet service levels, predict how much time off can be approved, schedule resources to meet the business needs, and respond quickly to requests from others.

William Harz
Bill Harz is the Aspect Administrator at Best Buy. He is a wealth of information and enthusiasm. If Bill doesn't know how to do something in Aspect, he figures it out. He is the king of using all the resources available to him. Bill is the lynch pin that holds our WFM Team together.

Zachary Haddenham
Zach exemplifies the spirit of this award. He is a person that has devoted his life to the Workforce Management profession. Zach shares his enthusiasm for contact center management and workforce management by regularly providing advice to others in the industry and tirelessly encouraging networking and knowledge sharing. Zach continues to stay abreast of the Aspect system, industry trends and challenges. Many within and beyond the Workforce teams Zach works closely with have benefited from his advice and direction.

Cynthia Danford
Cynthia is a WFM Supervisor who co-leads a team of 11 analysts for Assurant. She sets a great example by using her expert knowledge of Aspect WFM and RTA to streamline processes and solve pain points for our internal customers. For example, Cynthia recently implemented automated shift bidding through WFO, saving time and simplifying the process for everyone involved. Our agents are especially pleased because this gives them more visibility into the schedules and allows them more time to make their selections. Cynthia also recently used her expertise to simplify our attendance coding process and greatly reduce the number of segments we use (from 13 to 3!). Even better, this new process will save each of our contact center supervisors up to 4 hours per week! Cynthia is truly a GEM; she's an innovator and an asset to our team.

Warren Kinsey
Warren has been with ICBC in Workforce Services for 14 years - continually bringing the whole team forward in their utilization of Aspect. His in-depth knowledge and understanding of the Aspect Workforce Management software continually enables us to get the most out of the software. Some of his recent work was to utilize the functions of WFO Request Bid manager to automate our processes, letting the software do the heavy lifting! Many of his ideas and projects have led to higher accuracy (no more human errors) and huge time savings! He's an out-of-the-box thinker and continually surprises us with his innovative ideas and solutions!

Ric Wilson
Ric understands the value of customer retention and what it takes to deliver business value and therefore constantly goes the extra mile when he is assisting customers. Using customer data, Ric has worked closely with their operations team to identify areas of improvement and development. He was able to guide the business to put corrective measures in place to resolves legacy issues. With targeted training, they are now effectively utilizing Aspect’s WFM solutions and achieving higher service levels. With another major customer from the insurance industry, he has just completed a WFM upgrade from 8.2 to 18.2. With Ric’s guidance the upgrade went smoothly and the customer is now utilizing the new features to manage their business effectively. Currently, Ric is working closely with a major customer to upgrade and convert their WFM system from 30 to 15 minute intervals and set up their system from scratch. Customers frequently ask Ric for his assistance and guidance in applying WFM system methodologies to manage their business processes and workforce since he is always willing to share his experiences with them to help them improve their operations.

Jarret DeBorde
Jarret is internal support for Aspect products at Mercedes-Benz Financial Services and, as part of his role, advises on outsourced partner's technical support teams. Recently, a change was made in one of our environments causing agents to not be able to log into our UIP system. Jarret collaborated with the technical staff from the vendor and helped resolve the issue. This particular issue is just one of many that Jarret has helped us resolve during his tenure here. He is always creative and able to provide solutions to our problems as well as answers to our questions. Jarret is an asset to our team and we are proud to nominate him as a GEM!

Amy Hall
Amy has worked very closely with each of the lines of business she supports to deliver the best possible preference-based schedules possible to the customer service representatives she supports. This close collaboration with the supervisors and CSRs, along with her effective use of preference-based scheduling within the Aspect WFM system, has resulted in a high-level of satisfaction with schedules not previously experienced at Blue Shield of California. Amy's dedication to providing efficient and mutually beneficial schedules is very much appreciated within the company.

De Wuan Roberson
De Wuan is always the first person to volunteer to take on any projects that involve the Aspect products. He creates an easy to follow process and procedures for the team to utilize. As our go-to person, with bounds of information on the Aspect WFM, whenever anyone needs help setting up, configuring or modifying anything within our WFM system it’s De Wuan! De Wuan should be a recognized as an Aspect GEM, for how well he represents the Aspect name & products! You couldn't get a better Ambassador for delivering and spreading the word of how well the Aspect products work and what a huge impact it has on a company’s call center. De Wuan is also a vital member of the configuration of the WFM Tool for our department; one of the most useful examples is how he sets up our Group Allowance piece within WFM. Setting this up combined with deploying the WFO program to our enterprise has been a way for our agents to plan their vacation time for the whole year! It’s made such a significant impact within our organization! I can apparently go on about what an outstanding job De Wuan does for us with everything Aspect!